Having always used 'BIG' banks I was hunting around for the best rates for my cash ISAs. Shawbrook had great interest rates but I was... Having always used 'BIG' banks I was hunting around for the best rates for my cash ISAs. Shawbrook had great interest rates but I was a little nervous about using a bank that I hadn't heard of before. My fears were completely unfounded, in fact the opposite was true. Because they are smaller the levels of communication and service are far superior, also the 'computer says no' type of nonsense and ridiculous processes that I'd experienced with the likes of Santander and Lloyds when trying to open/move/close accounts were nowhere to be seen. I'd highly recommend using them, it's how banking used to be! Read more Read less

Good customer service and communication, account very easy to set up!

Difficult to use and misleading website. Have not acted on maturity instructions. Have also forgotten to credit interest. You have to check every detail with this bank.

Shawbrook have let me down, 1) When I opened a business savings account in the company name, they decided to knock the information display of... Shawbrook have let me down, 1) When I opened a business savings account in the company name, they decided to knock the information display of my personal and business accounts together. 2) They even changed my personal login credentials and would not change them back. 3) I asked them why and to separate the two logins, but they would not listen, making it out like they were doing me a favour. 4) In disgust, I closed the business account. 5) The accounts still persisted in appearing in the listing on their/my front navigation page. 6) I pointed this out and asked them to correct it. And there followed a lengthy mail conversation where they not only pretended to not understand the situation and asked for screenshots twice, but each time they replied it was a different person who did not seem to either understand the problem or irritatingly and incompetently kept cutting and pasting from a crib script - Very annoying. Finally I had a telephone conversation about the whole thing, and they made escalated it into a complaint. In the conversation, they indicated slantedly that they will raise this with the appropriate department, and see if something comes of it. Which I sensed as 'they are going to do nothing about it' and told them so there and then. A few weeks later they paid me a derisory sum for the troubles I had been through. The account front page display, with all the faults pointed out at the outset, persists to this day - they have actually done nothing about it! Read more Read less

Always near the top on savings rates. Some minor delays in service response. Also, some minor admin errors. Terms could be better clarified.

The web site is in complete chaos. Instructions are contradictory and many of the supposed links for transactions are either missing or do not link... The web site is in complete chaos. Instructions are contradictory and many of the supposed links for transactions are either missing or do not link to the options they are supposed to. Clicking on "help" on the Accounts page produces "Ooops - page no longer exists". Using the secure message page seems to get no prompt response. Read more Read less

Everything that could possibly go wrong did and I am so glad I did not invest with them. Terrible customer service and they don’t even bother to answer emails.

The call centre has excellent staff who are UK based, calls are answered quickly and the team are friendly and helpful. Setting up an ISA... The call centre has excellent staff who are UK based, calls are answered quickly and the team are friendly and helpful. Setting up an ISA online was easy and text and email updates on the process were useful. Read more Read less

Very good rates and products. Customer service a little slow to respond and all is in-app, which be frustrating but you get there in the end. Overall very happy.